In USA N.I.C.E., participants take "Resiliency Edge" training to learn N.I.C.E. "tools" to connect and engage with their customers during Regular Operations. At the same time they learn how to step up and become problem-solvers during Irregular Operations.

N.I.C.E. employees get recognized in the program's incentive for their efforts to create three winners: customers win because they get their needs met, employees win because they learn how to take control of customer service interactions - and the airport wins because it gains a positive customer service image.